CA Cloud Service Management
to Automate and Manage
Service Desk Calls
CLIENT PROFILE Industry: Consulting Company: The Seres Group Employees: 130
BUSINESS
With three core business lines – recruiting and selection, labor outsourcing and payroll outsourcing – the Seres Group has 130 employees and specializes in offering HR services.
CHALLENGE
The Seres Group needed to establish an IT infrastructure with greater monitoring capabilities, with the aim of improving response times to incidents that hampered service availability.
SOLUTION
The Seres Group implemented CA Cloud Service Management to register tickets and manage feedback processes, thus improving user service.
BENEFIT
The solution enables the Seres Group to provide better service to its users, while increasing problem solving, effi ciency and user satisfaction with the IT department.
ca.com
2 | Customer Success Story: Grupo Seres | July 2014
According to Raúl Simas, CIO at Seres Group, the company needed a solution to replace these primitive tools. “We wanted a solution to allow us to structure and automate customer service and equipment monitoring,” he explains.
Business
50 years of developing the human resources market in Brazil
The Seres Group is a company offering services around human resources formed from the merger of two businesses: Seres Consultoría and Talent Management. Seres Consultoría was founded 50 years ago in Rio de Janeiro and has offi ces in Resende, São Paulo and Macaé, as well as a national presence through carefully chosen alliances. It also has an international alliance with Sport Structures
Recruitment, headquartered in Britain, which focuses exclusively on major sporting events. Talent Management operates as the Seres Group’s integration agent. It offers advice to companies looking to implement internship programs and youth apprenticeships.
In total, the group currently has approximately 130 employees. Recruiting and selection, contracting of temporary workers, outsourcing professionals, payroll outsourcing, psychological evaluations and training are among the services the company offers in its portfolio.
Challenge
Replacing manual processes with an automated and structured solution
As the Seres Group has grown over the years, its IT department has played a vital and strategic role in its success. Today, one of its main functions is to ensure the maintenance and availability of internal systems for its users. As such, monitoring the IT infrastructure is fundamental to maintaining
consistent good services to its users.
Until not long ago, this monitoring was poorly structured, resulting in problems and system crashes that directly impacted the company’s business. An internally developed solution conducted monitoring, which relied on reports and data manually entered into spreadsheets.
“ We wanted a solution to allow
us to structure and automate
customer service.”
Raúl Simas
The Seres Group was using an ITIL® (Information Technology Infrastructure Library) structure, however, the lack of a formal process was causing ineffi ciencies. “The culture already existed, but we needed a tool to assimilate these processes better,” Simas adds.
To streamline the process, the IT department began to build a monitoring environment that would include a specialized monitoring solution capable of overseeing the entire IT infrastructure, including software, hardware, systems and devices.
Solution
An automated service desk solution
After comparing several service desk solutions, the Seres Group implemented CA Cloud Service Management. Simas confi rms, “The CA solution was the best fi t in terms of costs and benefi ts, and aligned perfectly with our requirements.”
Facilitated by implementation partner IT ALLIANCE, the Seres Group deployed the solution in December 2013. “In January we had users simultaneously engaging with CA Cloud Service Management alongside the previous solution. By February, we deactivated the old system and began to use CA Cloud Service Management exclusively,” recalls Simas.
“ CA Cloud Service Management
establishes the priority and relevance
of each call.”
Raúl Simas
CIO, Grupo Seres
The Seres Group uses the CA Technologies solution to register calls and to create standardized processes and customer service procedures. “CA Cloud Service Management establishes the priority and relevance of each call. We are not yet using the solution’s full functionality, but plan to in the future,” he says.
By using CA Cloud Service Management, the Seres Group can create registries of its devices complete with a history for each one. This enables a greater understanding of the service level agreements. “We have four analysts using the solution to serve our 130 users,” explains Simas.
ca.com
4 | Customer Success Story: Grupo Seres | July 2014
Simas points out that as previously existing processes have been retained, moving to the new solution has resulted in less impact for group employees than expected.
In addition, servicing calls and resolving problems is much faster using CA Cloud Service Management. Simas concludes, “We have a much higher rate of IT availability and a more satisfi ed workforce.”
Benefi ts
More effi cient service for users
Since adopting CA Cloud Service Management, it has enabled the Seres Group to: • Maximise IT availability
• Streamline call processing • Automate call management • Improve IT user satisfaction.
With CA Cloud Service Management in operation, Seres Group employees can raise a ticket using the method they’re accustomed to – by email. In the near future, it will implement the solution’s standard call opening module. “This possibility has increased adoption of the solution,” Simas says.
“ We have a higher rate of
IT availability and more
satisfi ed users.”
Raúl Simas
IT Alliance is a company prepared to meet the challenges of IT management. It has a wealth of experience in project designing and a comprehensive understanding of the challenges faced by the market. To promote success, IT Alliance integrates the best technologies – using methodologies such as ITIL, Cobit, BS7799, CMMi, among others – with the high level expertise of its consultants in order to create value-added technology solutions, while increasing productivity and offering better experience to its customers. The success of its projects, along with the complete satisfaction of customers, drove IT Alliance to receive recognition as, a CA Technologies “Outstanding company in Latin America”, and the reward of “Best corporate solution implementation company in Latin America”. For further information, visit www.it-alliance.com.br.
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